Warranty and Shipping Policies

Last Updated: 16 April 2017

NOTE: The following policy does not apply to items such as repaired *Grab Bag* cables when stated in their product description on our store. Such products are sold AS-IS and do not include a warranty and are not eligible for returns.

Definitions

Defective - Does not perform to our design specifications. This does not include any mechanical or electrical damage caused by the end-user.

Incompatible - Performs as intended but appears to not work due to the display or other equipment not accepting 240/288p signals over YPbPr.

Warranty Policy

We do not provide support for products purchased from eBay or other third-party websites. You MUST have a valid order number from the HD Retrovision shop to receive support. For those purchasing through our website and having trouble with our products, please contact support with your order number so that we can help resolve the issue. For a period of 90 days after delivery, we will work to determine whether the unit is either defective or incompatible with your equipment. The customer may be required to provide HD Retrovision support with some additional information, including the model of the customer's television or other equipment. In no scenario will a newer generation or revision of a product be provided as replacement for a defective product.

30-Day Warranty (Support contacted within 30 days after delivery)

After HD Retrovision determines the product to be either defective or incompatible, they will inform the customer, at which point the customer can choose to ship the unit back to HD Retrovision at the customer’s expense. Upon receipt, HD Retrovision will test the unit to verify whether it is a compatibility issue or a defective unit. If the unit is verified to be working properly but incompatible with the customer's equipment, no refund will be offered and the customer can pay the shipping cost to have it shipped back to them or choose to forfeit the unit.

If the unit is found to be defective, the customer will be offered a choice between a replacement shipped to the customer free of charge, or a refund for the price of the unit (not including original shipping cost). HD Retrovision will also reimburse the customer for their return shipping expense, as long as the cheapest shipping option (USPS for domestic, local post office for international) is used and a clear photograph/scan of the receipt showing shipping charges is provided. Replacement items do not start a new warranty period, but instead continue the warranty coverage based on the delivery date of the original purchase.

90-Day Warranty (Support contacted within 90 days after delivery)

After HD Retrovision determines the product to be either defective or incompatible, they will inform the customer, at which point the customer can choose to ship the unit back to HD Retrovision at the customer’s expense. Upon receipt, HD Retrovision will test the unit to verify whether it is a compatibility issue or a defective unit. If the unit is verified to be working properly but incompatible with the customer's equipment, no refund will be offered and the customer can pay the shipping cost to have it shipped back to them or choose to forfeit the unit. 

If the unit is found to be defective, and if a replacement is available, it will be shipped to the customer free of charge. If a replacement unit is not available, the customer will be offered a choice between a refund for the price of the unit (not including original shipping cost), or a return of the defective unit back to the customer. Replacement items do not start a new warranty period, but instead continue the warranty coverage based on the delivery date of the original purchase.

 

Shipping Policy

We provide the option to select the shipping option that is right for you. If you are worried about shipping issues, problems with delivery, lost packages, etc., you may opt for a more expensive shipping option that includes insurance. We cannot be held liable for lost or stolen packages. In such a circumstance, you are responsible for filing a claim with the post office.

For domestic shipments, Priority and Express mail include different levels of insurance. You can compare them at the USPS website here. First class mail does not come with insurance, and USPS provides limited support for first class packages when filing a claim.

For international shipments, the only option that includes detailed tracking is the highest cost USPS Priority Express International option. Details on shipping speeds and insurance rates can be found on the USPS International website here. If you live in a location where package delivery is unreliable, please take this into consideration when placing your order. We cannot be held responsible for what happens to packages once they are handed off to your country's shipping service. Also, you need to be aware of your particular country's import duties and customs procedure before you make a purchase with us, since there might be extra costs you need to pay your country before you can receive your item(s).